An Omni-Channel Strategy for Bill Pay Omnivores


With most American households now using multiple channels and methods to pay bills, the U.S. has become a nation of bill pay "omnivores." As some consumers, particularly millennials, embrace new payment options, others may want to hold fast to more traditional payment methods. In this already complex payments ecosystem, billers must address the quickly evolving billing and payment needs of millennials, while keeping other generations equally satisfied.

The Seventh Annual Billing Household Survey from Fiserv found a strong relationship between customer satisfaction and the billing and payment experience. Forty-three percent of consumers reported that having multiple billing and payment options improves satisfaction with their biller.

In this Boardroom Series session, Eric Leiserson, senior research analyst, Biller Solutions, Fiserv, discusses how the right mix of billing and payment options can directly impact customer satisfaction, retention and profitability, and why getting it right for your customers is more important than ever before.

The Boardroom Series is the exclusive online thought leadership community for Fiserv clients. To join the Boardroom Series, email communities@fiserv.com.

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